Director of Service Excellence

Work Environment: The ideal candidate will be based in the UK. Frequent travel to client sites (mostly around South UK) and our company premises in Oxford, UK.

Why Diagnexia? There aren't many places where you can say your work genuinely contributes to better patient outcomes and also be building something that didn't exist a few years ago. At Diagnexia, both are true. We're at an inflection point. The business is growing fast, the technology is genuinely cutting-edge, and the team is small enough that what you do every day is visible and matters. You won't be one of hundreds of service leaders in a corporate machine. You'll be the person with real autonomy, a direct line to leadership, and the freedom to shape how service excellence works at Diagnexia as we scale. We also invest in our people in ways that go beyond the standard. New joiners go through a hands-on lab immersion programme — you'll put on a lab coat, handle specimens, and understand our processes from the ground up. Not because it's a box to tick, but because we think the best service leaders understand what they're actually delivering. If you're the kind of person who thrives with ownership, gets energised by complexity, and wants to work somewhere where the culture is human and the mission is meaningful, this is worth a conversation.

The role: Diagnexia is changing how histopathology gets done in the UK. We're a digital-first pathology services provider, combining AI-driven technology with clinical expertise to deliver faster, more accurate diagnostic services to NHS trusts and independent healthcare groups. We have been growing rapidly and we're not slowing down. We're looking for someone to own the client experience as we scale. This isn't a traditional service manager position. You won't be sitting in a queue managing tickets or waiting to be told what to fix. You'll be the senior owner of every client relationship in the UK, the person who steps in when something needs resolving, who sees around corners before problems become incidents, and who makes sure our clients always feel like the most important customer we have. You'll lead the Service Excellence team directly, and work across our lab, case control, digital operations, and clinical workflow functions to make the whole UK operation perform. That means leading through influence, pulling together the right people, asking the right questions, and driving outcomes without always having direct authority over the teams involved. You'll report to the Senior Director of Clinical Operations, and in practice you'll be his deputy, the person who holds the quality flag and the customer flag when he's not in the room.

What you'll actually be doing:

• Owning the end-to-end client relationship across our UK portfolio, from onboarding new sites through to long-term performance and escalation management.
• Leading cross-functional problem solving when things go wrong, without waiting for someone to assign it to you.
• Working closely with sales to make sure we only commit to what we can actually deliver and pushing back when needed.
• Monitoring SLA performance, surfacing risks early, and communicating clearly and honestly with clients.
• Driving continuous improvement across UK operations, setting standards and working with functional leads to deliver them.
• Representing service performance in governance forums and to senior leadership.

Who we're looking for: You've led service operations in a regulated healthcare environment and you know what good looks like. You're comfortable working across functions without needing a reporting line to get things done, and you're the kind of person who picks up a problem and resolves it, not because you were asked, but because that's just how you work. You can hold a room with a senior clinical contact one hour and translate that conversation into clear internal action the next. You know when to push back on a client and when to fight their corner internally. And you're energised by the idea of joining a business at this stage, where the structure is still forming and there's real room to shape how things work. Experience in histopathology or digital pathology is a plus, but it's not what will win you this role. We can teach the domain. We can't teach the instincts.

About the Company: Diagnexia, a subsidiary of Deciphex: Accelerating Certainty and Pioneering Pathology Services. Diagnexia, a leading provider of pathology services, operates as a subsidiary of the parent company, Deciphex. Established in Dublin in 2017, Deciphex has rapidly expanded to become a global team of over 230 professionals, offering innovative software solutions to address the pathology gap in both research and clinical areas. With a mission to accelerate the drug development process and provide timely, accurate diagnoses for cancer patients, Deciphex has established a strong presence through its offices in Dublin, Exeter, Oxford and Chicago. As part of the Deciphex family, Diagnexia leverages its expertise to provide cutting-edge diagnostic solutions to healthcare organizations worldwide. Our cloud-based platform enables hospitals to easily and rapidly send cases for a consultation to our team of expert subspecialists. We are dedicated to improving patient outcomes and helping healthcare organisations stay at the forefront of the industry. We are software developers, clinical specialists, AI engineers, operations professionals and so much more, all working as one team to support our customers and patients. Our team culture is built on trust. We give our team the space they need to deliver results and the environment to ensure they can enjoy doing it. We are looking for highly motivated individuals who are excited to take on challenges and value making a difference in their day-to-day work. This is a unique opportunity to make a difference in the emerging Digital Pathology field.

What are the benefits of working with Diagnexia?

• Competitive salary with performance based annual increments.
• Healthcare benefits.
• Competitive annual leave.
• A true sense of meaning in your work by contributing to better patient outcomes.
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
• A chance to work on exciting, challenging and unique projects.
• Regular performance feedback and significant career growth opportunities.
• A highly collaborative and supportive multi-cultural team.

Diagnexia is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race, religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the travelling community or any other classification protected by applicable law.